BCI Certification frameworks for outsourcing enterprises have evolved on two quality-excellence tracks over the years “ Talent Management and Service Delivery. The Service Delivery Master Standards...Read more

The BCI service delivery certification BSDQ™ is awarded to enterprises showing compliance to the BCI SDMS - Service Delivery Standards Release 1.3, which promulgates Service Delivery excellence...Read more

BCI to Breed the First Indigenous Batch of BPO Master Trainers for Mauritius
The budding BPO industry in Mauritius received a major boost when BCI (BPO Certification Institute) inked a deal with NCB (National Computer Board) under the ICT (Information and Communication Technology) Ministry, to breed what will be the island’s first ever clutch of internationally certified BPO Master Trainers. CredForce has been assigned to handle the MTB (Master Trainer Breeding) Project on the ground on behalf of BCI. A special CredForce team will mount the MTB program aligned to the BCI BGSQ12 workforce development standards. A crack team of the elite BCI Certified Lead Trainers shall be deployed in this marquee project for the ICT Ministry of Mauritius, and post completion of the two-week intensive training program, the trainees will take the online CBMT™ assessments for obtaining their prestigious CBMT™ certification.

This project envisages making Mauritius self-sufficient in terms of training expertise demanded for developing a large pool of internationally certified BPO... Read more

NYC Partners BCI for World-Class Certification Programs in Sri Lanka
Sri Lanka’s Business Process Outsourcing (BPO) industry is on the move now. According to FCCISL News Alert Weekly Business Highlight 2010, BPO sector is Sri Lanka's fifth largest exporter. BCI research estimates ICTA’s aim of touching USD 1.0 billion by 2016 is quite attainable considering the excellent quality of human resources. This industry can increase only if the BPO talent-pool is increased annually by at least 15000-20000 in Sri Lanka for the next two three years. Looking at the prospects in the BPO sector, the Sri Lankan government is all set to provide an environment that is conducive for the growth of BPO industry.

BCI has been working on strengthening its footprint in Sri Lanka to help the country meet the rising demand of trained and certified BPO professionals in its growing... Read more

BCI & Youth Affairs Ministry in Sri Lanka to Work Together
Sri Lanka’s BPO industry is on the move now. A worldclass Hambanthota IT park is building up and the island’s reputation as a nation of trained accountants is now ready to be leveraged in BPO. A high power delegation of the National Youth Corps (NYC), with members from the Ministry of Youth Affairs and Skills Development, Sri Lanka visited the India offices of BCI in Gurgaon for talks on formalizing a partnership, which will make it possible for NYC to prepare its cadets – more than 10000 – for the growing Sri Lankan BPO industry. BCI plans to empower the 40-center island-wide NYC network with BPO training and certification capabilities aligned to HCMS21 standards, Release 3.5. On the other front, BCI and the Ministry of Youth Affairs & Skills development plan to work together to expand BPO industry and opportunities in Sri Lanka. The next few months are going to be exciting, even as BCI and different components of the Sri Lankan government will collaborate to invigorate Sri Lanka’s promise as a destination for value-added services.

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Dr Lee is a proud alumnus of the Ohio State University in the United States. He graduated from the Department of Industrial & System Engineering; received his doctoral degree and even taught there for a while before he joined AT&T Bell Laboratories, where his baptism into Call Center Industry began. Dr Lee's portfolio includes many awards and achievements. He has held positions including Deputy Director, China Call Center Industry Capability Development & Management Committee; Adjunct Professor of the Industrial and System Engineering Department, The Ohio State University; Honorable Chairman, 95Teleweb Inc.; Committee Member, SCP Standards; Chief Auditor, China Call Center Professional Job Certification; Deputy Director, China Call Center Summit Committee; Honorary Principal for Beijing Miyun Vocational School; Ministry of Information Industry (MII), Beijing China Advisory Consultant, CRM Research Center; China Director, China Service Trade and Service Outsourcing Association. Dr Lee currently heads Customer Service operations in China for Yums! Brands.

Gilda Odera, CBBL™

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Gilda Odera is the Chairperson of the BPO ITES Working Group, in the Offfice of the Prime Minister, Government of Kenya. She is also a Board Director of TESPOK (Telecommunications Service Providers of Kenya) and has chaired the Kenya BPO and Contact Centre Society for several years. Gilda is a pioneer in the outsourcing industry in Kenya and she co-founded Skyweb Technologies Ltd, an ISP company. In 2005, she started Skyweb-Evans, Kenya's second BPO Organization. She has received many awards including Africa ICT Achievers' Award and Top ICT Business Woman 2005. She was also among the Top 15 selected amongst all African countries for the Africa Growth SMME awards in 2008.

Dr. Mohamed Reda, CBBL™

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Dr. Reda is the Chairman of the Allied Group in Egypt with interests in Information Technology, BPO, and ICT-based services. He is among the pioneers of BPO movement in Egypt and his group companies are among the first in the Middle East and North Africa to offer advanced Healthcare BPO Services to European and American clients. He is the Founder Chairman of the Information Technology Export Community in Egypt and among the most visible faces of Egyptian IT Industry. He is among the country’s top business leaders credited for Egypt's rise as an attractive destination for FDI in BPO and Technology sector. He has led several delegations of Egyptian industrialists to Europe, United States, and Asia to showcase the Egyptian promise and potential for ICT Industry. Dr. Reda has headed several Government committees and associations on IT and BPO.

Mike Ortegon, CBBL™

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Mike Ortegon heads Global Sales Operations of homeaway.com. He was the Director of BPO at Harte Hanks in United States and signed-off as the Global Account Director before joining HomeAway. Mike is an outsourcing and direct marketing veteran with a most illustrious string of professional achievements spanning almost two decades. Mike has a business degree from St. Edwards University and has a long list of professional achievements in B2B and B2C Direct Marketing, Social Media, and Multi Channel Marketing. Mike has spent 15 years in Harte-Hanks, the world's leading direct marketing and shopper advertising opportunities company, and has also served as the Managing Director of the company's Australian operations. He has excelled in client-facing roles in Texas, California, and Europe facilities where he was responsible for the deployment of Customer Relationship Management programs in high-tech, pharmaceutical, and retail markets. Widely traveled, he was Client Services Director in Hasselt, Belgium, where he delivered outbound Lead Management, Data Acquisition and Analysis, Channel Management, and Fulfillment programs for various Pan-European and worldwide accounts.

Vidia Mooneegan, CBBL™

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Vidia is widely regarded as the
torchbearer of the outsourcing revolution in the SADC region, which he
first initiated in Mauritius, his home country, and later spread it out
across other parts of SADC and Africa. A visionary, eminently
accomplished and entrepreneurial senior executive with nearly two
decades of experience of leading organizations, Vidia set up the
nation’s very first BPO and later went to chair several ICT committees
on BPO development. Vidia was also the President of OTAM (Outsourcing
& Telecommunications Association of Mauritius) between 2008-2010,
Secretary of the Mauritian BPO Association, and a Member of Board of
Studies of CSAC (joint venture between University of Mauritius and CDAC
India). Currently, as Managing Director, Vidia heads the Mauritian
operations of Ceridian Corporation, a Fortune company. He has
represented Mauritius on the highest global platforms and his
contribution in bringing Mauritius on the international BPO map is
recognized widely. Vidia is a familiar face & voice of African BPO,
featured regularly in newspapers and TV channels for his insightful,
passionate and visionary approach on making BPO do more for Mauritius
and for rest of Africa.

If you believe that following international standards and attaining certifications positively impacts the business of your BPO organization and your own professional growth in the industry, please do share your thoughts and experiences and tell us how can BCI possibly be of further assistance. You may write to us at how@bci.us.org

BCI is a CredForce Consortium member-credentialing body. Activities related to management of customer relationships, customer-support, credentialing logistics, partner-network and invoicing for BCI and all CredForce Consortium members are exclusively handled by the CredForce worldwide network. All queries may be safely directed to info.bci@credforce.com

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